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We keep you connected on all things conversational, bringing you the latest news, events and innovations around the globe.

Call automation doesn’t have to be risky, long and costly

Call automation doesn’t have to be risky, long and costly

As explained in a previous post on “Ladies and gentlemen, we're experiencing some turbulence. Please hold the line while we try to find an available agent. ”, call automation solutions can help customer contact centers address several challenges at once, such as...

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Voice agents VS. Chatbots: Where does the difference lie?

Voice agents VS. Chatbots: Where does the difference lie?

In our field of work, we often hear “Once we’re done with the voice assistant, we’ll just use the dialog to add a chatbot on our website!” or “now that our chatbot is done, it will be a piece of cake to make a voice bot”. Seemingly, it looks like we would only need to...

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Exploring Approaches for a Question Answering System

Exploring Approaches for a Question Answering System

Problem Definition The scientific literature presents several ways to approach the problem, but we were more specifically interested in the answer selection task. This task aims to predict the correct answer among a set of candidate answers. It assumes that there is...

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There is a new IVR in town. Here’s what it means

There is a new IVR in town. Here’s what it means

And that’s nothing new, really. We used to call that “speech recognition IVR” and we've been delivering these conversational experiences for 20 years. What is new is that there are now novel technologies and platforms that promise to make it much faster and easier to...

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Mandate: Possible – The conversational application

Mandate: Possible – The conversational application

My Zoom meeting is interrupted by the doorbell. It rings four times, following the usual pattern. I know what that means. Time for a new mandate. I apologize to my fellow agents, exit the session and rush to the door. As expected, no one is there, but I notice a small...

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Chloe: the Evolution, or Building a Covid-19 Chatbot with Rasa

Chloe: the Evolution, or Building a Covid-19 Chatbot with Rasa

Context When the confinement measures started in Canada, we were contacted by Dialogue, a telemedicine provider, to help them migrate Chloe, their Covid-19 rule-based chatbot, to a conversational chatbot, using Rasa, and add new functionalities to the bot. This would...

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Conversational automation initiatives – Our Survey

Conversational automation initiatives – Our Survey

Study on the use of conversational artificial intelligence in contact centers Nu Echo, an expert in intelligent conversational automation, is currently conducting a study to learn more about the vision and the challenges that contact centers face in adopting these new...

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When “cancel” does not mean “cancel”

When “cancel” does not mean “cancel”

Interpreting global commands in conversational IVR   To give callers some control over the conversation, a conversational IVR should always recognize, interpret, and respond to a handful of global commands. Well known global commands are “repeat”, “main menu”,...

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